Service Design _ Perfect Circle CR
Perfect Circle is an insurance and investment consulting firm in Costa Rica, and with partners around the word.
THE BRIEF
For the CEO the experience of their clients is essential.
He knows that the insurance industry might be tricky cause its users interact with them at the most vulnerable moment.
He wants to understand how the current clients are feeling about the services and how to improve it. If possible.
FINDINGS
To begin we sat down with the operation manager to understand how many departments were involved, and to get a high level of the whole experience of the service.
Since they didn’t have mapped out their process and flows. My colleague and I planned interviews with each department so then we could visualize their main tasks, channels, processes, and even tools of work. Once we had the workflows, was very helpful to show the employees their work range area and their relations between departments.
We ran a workshop to define their user personas and user journeys and was very powerful for them to listen to every process of the other departments and visualize their pain points as a company and the ones of the end client. To listen from one of the participants: "now I get why I received so many calls from frustrated users, is not personal with me, is about the tools we are using and the time the users have been waiting for the paperwork"
Another win from the workshop was to watch all the departments interact with each other, and was very helpful as a team-building activity so they could understand other roles and to admire each other work.
RESULT
From our service design intervention was very powerful to map and formalize the workflows for each department (8 departments)
They received the customer jounrney with the overall experience with touchpoints, pain points and clear handoffs between teams.
We gather over 180 ideas to improve their internal process and end client experience, with the CEO, we analyzed that list, we collected the ideas they could act and fix right away and the other rest they want us to work for further highring and study.
image 1 . overall experience
image 2 . Departments interviews
image 3 . user personas
image 4 . User journeys workshop
image 5 . User journeys analysis
image 6 . brainstorming
image 7 . workshop result
👉 I worked on this project under HowellHutt Design Studio, in collaboration with another UX Designer.
Methodologies for this project:
User interviews | Flowcharts | User personas | User journeys | Customer journey | Brainstorming Workshop | Prioritization Workshop |
